How are we doing?

Our standards

Type of case	Our standard
Retirement	15 working days
Estimate	15 working days
Divorce	15 working days
Transfers and interfunds	15 working days
Death	20 working days
Refund	20 working days
Rejoiners	20 working days
Deferred	40 working days

From April 2018 we've reduced our standard turn around time for the following processes from 20 to 15 working days:

retirement
estimate
divorce
transfers and interfunds

Our current performance - 2017 to 2018

Quarter 4

	Time to complete
Type of case	0 to 5 days	6 to 10 days	11 to 15 days	16 to 20 days	20 to 40 days	40 days plus	Total	On target?
Retirement	136	18	13	0	0	0	167	100
Deferred retirement	157	47	3	0	0	0	207	100
Estimate	272	193	76	0	0	0	541	100
Deferred	268	399	754	128	82	0	1,631	100
Transfer out	12	34	112	0	0	0	158	100
Transfer in	64	32	15	0	0	0	111	100
Divorce	7	25	37	0	0	0	69	100
Refund	678	423	201	23	0	0	1,325	100
Rejoiners	78	54	27	60	1	0	220	99.54
Interfunds	26	21	58	0	0	0	105	100
Death	174	34	29	1	2	0	240	98.75
Grand total							4,777

20 day standard for all processes apart from deferred benefits which have a 40 day standard.

Unfortunately three tasks failed our published SLAs this quarter - two Death case processes and a Rejoiner.

The Rejoiner should have been picked up by a daily report showing what we need to complete each day, and as a result we are now looking at how to amend this report so that this doesn’t happen again.

The Death case processes were the result of an internal pending error. We will be giving staff additional training to address this issue.

We always strive to achieve 100% success against our service standards. Therefore we will be addressing these dips in performance with an aim to further improve our customer service moving forward.

Quarter 1

	Time to complete
Type of case	0 to 5 days	6 to 10 days	11 to 15 days	16 to 20 days	20 to 40 days	40 days plus	Total	On target?
Retirement	246	27	2	0	0	0	275	100
Deferred retirement	398	50	5	1	0	0	454	100
Estimate	380	115	113	27	0	0	635	100
Deferred	133	34	72	339	608	0	1,186	100
Transfer out	54	52	32	2	0	0	140	100
Transfer in	70	29	12	0	0	0	111	100
Divorce	12	41	30	2	0	0	85	100
Refund	463	232	288	131	0	0	1,114	100
Rejoiners	85	33	18	6	0	0	142	100
Interfunds	72	14	25	11	0	0	122	100
Death	182	15	3	0	0	0	200	100
Grand total							4,464

Quarter 2

	Time to complete
Type of case	0 to 5 days	6 to 10 days	11 to 15 days	16 to 20 days	20 to 40 days	40 days plus	Total	On target?
Retirement	256	31	1	0	0	0	288	100
Deferred retirement	258	67	6	0	0	0	331	100
Estimate	362	94	144	33	0	0	633	100
Deferred	96	44	384	719	1,018	0	2,261	100
Transfer out	77	52	9	2	0	0	140	100
Transfer in	62	34	23	3	0	0	122	100
Divorce	4	22	31	12	0	0	69	100
Refund	631	489	450	121	0	0	1,691	100
Rejoiners	132	57	44	10	0	0	243	100
Interfunds	68	24	15	1	0	0	108	100
Death	162	21	5	4	0	0	192	100
Grand total							6,078

Quarter 3

	Time to complete
Type of case	0 to 5 days	6 to 10 days	11 to 15 days	16 to 20 days	20 to 40 days	40 days plus	Total	On target?
Retirement	213	22	1	0	0	0	236	100
Deferred retirement	312	18	0	0	0	0	330	100
Estimate	383	122	29	1	0	0	535	100
Deferred	1,181	762	178	76	668	0	2,865	100
Transfer out	32	67	46	1	0	0	146	100
Transfer in	54	25	16	0	0	0	95	100
Divorce	22	42	34	2	0	0	100	100
Refund	1,142	337	110	21	0	0	1,610	100
Rejoiners	134	48	16	3	0	0	201	100
Interfunds	93	63	22	3	0	0	181	100
Death	136	23	13	0	0	0	172	100
Grand total							6,471

2016 to 2017 key process stats

To keep you informed and updated on our five key processes, which are:

pre retirement leavers (Deferment)
estimates
refunds
retirements
deferred retirements

We will publish our statistics every quarter, this will enable us to report to you any dips in performance and how we plan to address these.

Presentations

2015 to 2016 key process stats